What is the Difference Between Auto Attendant and IVR?
IVR and auto attendant are two types of automated voice messages used by businesses. Auto attendants and IVRs (Interactive Voice Response) are both telephone systems used to automate call routing and improve efficiency within an organisation’s phone system.
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Auto Attendants
- Function: The primary function of an auto attendant is to route incoming calls to specific destinations within a company, such as departments or voicemail boxes.
- Interaction: Auto attendants typically offer pre-recorded messages with limited interaction options. Callers usually press a number on their keypad to select a department or extension.
- Complexity: Auto attendants utilise simpler technology, making them easier to set up and manage.
- Pros: Auto attendants provide a cost-effective solution for basic call routing and improve efficiency for handling high call volumes.
- Cons: Auto attendants lack the ability to collect information or provide complex menus for call routing.
IVR (Interactive Voice Response)
- Function: IVRs offer a more interactive experience for callers by allowing them to interact with the system.
- Interaction: IVRs use voice recognition or keypad input to gather information from callers and route them accordingly. They can handle complex menus with multiple options and submenus.
- Complexity: IVRs utilise more sophisticated technology compared to auto attendants, requiring more setup and potentially ongoing maintenance.
- Pros: IVRs provide a more personalised experience for callers, enabling them to self-serve and potentially resolve issues without needing a live agent. They can also collect data from callers for routing or further action.
- Cons: IVRs can be frustrating for callers if the system is complex or unclear, leading to longer call times if callers struggle to navigate the menus.
Key Differences Between Auto Attendants and IVRS
- Auto Attendant Replaces Human Receptionists:
- Auto attendant services aim to replace human receptionists and save companies money by providing basic information and directing calls to individuals or departments.
- However, they lack the capability to assist with requests requiring user-specific information or complex logic, primarily serving to route callers to appropriate human representatives.
- IVR Replaces Human Customer Service Representatives:
- IVR systems offer more extensive functionality compared to auto attendants and can replace human customer service representatives.
- Examples include IVR systems for banks providing account balance information and online retailers offering order lookup and shipping details.
- IVRs can execute actions based on user requests, such as cancelling orders or transferring balances between accounts.
- Auto Attendant is More Affordable than IVR:
- Auto attendants are generally more cost-effective due to their simpler functionality.
- Cloud-based auto attendant services often include additional features like SMS capability and call recording at a lower cost.
- In contrast, IVR implementation costs vary based on desired capabilities, user requirements, and existing infrastructure, requiring consultation with salespeople for accurate pricing.
- IVR Can Access Databases:
- IVR systems can access databases through voice commands, touch tone interaction, or SMS queries, enabling retrieval and modification of caller records.
- Database access includes account balances, transactions, contact information, and other pertinent data, facilitating automated customer interactions and updates.
- Auto Attendant is Easier to Set Up than IVR:
- Auto attendant setup is straightforward, particularly with cloud-based services, offering simple interfaces for directory creation and VoIP phone line linkage.
- Office managers without technical backgrounds can manage setup easily, directing calls to on-site phone lines as needed.
- IVR Requires Expert Setup and Maintenance:
- IVR systems necessitate expert setup and ongoing maintenance due to their complexity and integration requirements with existing infrastructure.
- Providers offer expert oversight at a cost, though companies can opt for in-house personnel for maintenance, representing a significant expense compared to auto attendants.
Choosing Between Auto Attendant and IVR
- For simple call routing with minimal interaction, such as directing calls to specific departments: An auto attendant might be sufficient. Its straightforward setup and limited interaction options make it ideal for basic call routing needs.
- For scenarios requiring complex call routing, information gathering, or self-service options: An IVR is a better choice. IVRs offer more interactive features, including voice recognition and keypad input, allowing callers to navigate through complex menus and perform tasks without agent assistance.
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Other Articles You May Find Interesting
Phone System Terminology |
CCR Tree |
Voicemail |
Auto-Attendant |
ACD |
IVR |
This refers to the part of a Voicemail, IVR or Automated Attendant system that designates the departments and extensions to which callers are routed. |
Voicemail Systems can be operated by simple devices such as answering machines, remotely operated as with your mobile phone voicemail, or added to a business phone system. |
The term Automated attendant is essentially the same as ACD |
These work by answering incoming calls that allow the caller to choose a menu, group of extensions or singular extension to which the call is routed. |
This is a technology that allows a computer to interact with humans using voice commands or tones from a telephone keypad.
|
Other Useful links about phone systems:
Talkdesk
SugarSync
Mitel
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